Service Delivery - Programme Executive

Key Responsibilities, Knowledge and Skills

Responsibilities

The responsibilities of the role outlined in this job description are indicative of the currently envisaged scope and may be added to or altered as required, in line with the requirement of SEAI across Business Units/Department.

They will include, but not limited to, the following:

• Provide operational support across all aspects of customer service delivery to ensure a high-quality experience for citizens engaging with SEAI programmes.

• Support the transition of SEAI business requirements into effective operational processes delivered through our managed business partner.

• Identify and drive process improvement opportunities across all areas of the business to enhance efficiency, consistency, and service quality.

• Strengthen customer service performance by ensuring all service delivery targets are met and continuously improved.

• Partner with IT and other internal teams to develop innovative, scalable solutions that improve service efficiency and customer outcomes.

• Maintain strong working relationships with a wide range of stakeholders, including the managed business partner, internal SEAI teams, and other government organisations.

• Lead the identification, costing, and implementation of service improvements that support programme objectives and customer needs.

• Undertake any additional duties or projects as assigned within the Programme to support the effective delivery of SEAI’s National Retrofit initiatives.

To ensure that activity peaks within the Department are addressed in a proactive manner, it is expected that the candidate appointed to this role will need to be flexible in terms of working hours during these periods.

Knowledge & Skills

The knowledge and skills required include but are not limited to the following:

• Excellent written and verbal communication skills, with the ability to convey technical information clearly to non-technical audiences.

• Strong understanding of SEAI’s programmes and supports relevant to this role.

• Well-developed organisational skills and a solid grounding in business administration.

• Proficient IT skills, including Word, Excel, and PowerPoint.

• Ability to work independently, manage workload effectively, and meet deadlines and milestones.

• Capacity to build and maintain positive working relationships with colleagues and external stakeholders, working effectively in multidisciplinary teams and professional networks.

• Flexible, solutions focused approach to problem solving and decision-making, with an emphasis on efficiency and effective service delivery.

• Ability to ensure decisions and recommendations are strategically aligned with programme objectives.

• Strong, proactive approach to achieving results, including effective management of scope, timelines, risks, costs, and quality.

Experience and Qualifications

ESSENTIAL REQUIREMENTS

The successful candidate must be able to demonstrate:

• A third level qualification (Level 6 on the National Framework of Qualifications or higher) or equivalent in either Business, Engineering, Economics, Technology, Science, Social Science or other relevant discipline.

• Minimum of 8 years’ directly relevant experience working in this or a related sector or in a similar role.

• A strong understanding of the latest trends in the service delivery area.

• Experience working with customer service outsourcing and relevant latest technologies.

• Strong organisation skills in the timely execution of key tasks.

• Strong team-player and flexible.

• Strong attention to detail and ability to meet deadlines.

DESIRABLE REQUIREMENTS

• Understanding of project management methodologies and business process improvement advantageous.

• Knowledge of SEAI programmes in service delivery area.

• Experience or knowledge of delivering positive customer experiences.

• Proficient in the use of the Irish language.

How to Apply

SEAI invites applications from suitably qualified candidates for this role, as set out in this booklet. SEAI is an equal opportunities employer and welcomes applications from people from diverse backgrounds and under-represented groups including ethnic minorities and people with disabilities.

Submission

Applications should be submitted in the form of a cover letter (max of two pages) demonstrating how the applicant meets the requirements for this role as set out in this booklet together with an up-to-date Curriculum Vitae (CV). Both documents should be submitted via the candidate portal on the SEAI careers website: www.seai.ie/careers/open-roles

Eligibility to Work

The SEAI has a legal obligation to ensure that all employees are lawfully entitled to work in Ireland. To qualify, candidates must hold a valid visa on the date of application and where applicable to support a candidate’s application, candidates must submit a valid work permit/visa confirming permission to work in Ireland when requested.

Failure to submit the required evidence, and failure to hold a valid permit/visa during the period of the contract, will result in the application and/or contract of employment being rendered void.

Note in respect of UK citizens: Information regarding the Common Travel Area is available here.

Closing Date

Your application must be received by midnight on Monday 23rd March 2026.

Applications will not be accepted after this time and date. All applications will be acknowledged by email within three working days. If you do not receive an acknowledgement within three working days, please contact recruitment@seai.ie.

Shortlisting

Eligible applications will be shortlisted according to how well the experience and skills as described by applicants match the requirements of this role as outlined above in this booklet.

It is important that applicants consider the information contained in this Information Booklet in presenting and demonstrating their relevant qualification, skills and experience for this role.

The candidates whose applications, in the expertise of the interview panel, appear best suited to the position will be shortlisted for interview.

Interview

An interview process will be held with an interview panel in accordance with SEAI arrangements for posts at this level.

Shortlisted applicants will be invited to attend for a competency-based interview. A presentation may be required on a topic of relevance to the role and/or other such assessment methods as deemed appropriate.

SEAI may invite candidates to a second-round interview and to undergo further assessment, including the use of psychometric assessment if required. Interviews may take place in person or online, as appropriate.

Candidates are not permitted to use any type of recording equipment at any stage of the selection process unless written permission has been provided in advance of the process. This applies to any form of sound recording and any type of video recording, whether including sound recording or not, and covers any type of device used for these purposes.

Prior to recommending any candidate for appointment to this position, SEAI will make all such enquiries deemed necessary to find that candidate's suitability. Until all stages of the recruitment process have been fully completed, a final decision cannot be made.

Persons with disabilities invited to interview who anticipate needing accommodations or who have questions about physical access may call Clare Anoopa on 01-8082044 or email clare.anoopa@seai.ie.

Key Competencies

At interview, candidates should demonstrate the ability to carry out successfully the duties of the role, as well as the general skills and competencies required at Level D grade.

The key competencies that have been developed for roles at this grade level are as follows:

• Team Leadership • Analysis and Decision Making • Management and Delivery of Results • Interpersonal and Communication Skills • Specialist Knowledge, Expertise and Self Development • Drive and Commitment to Public Service Values

Each of the key competencies is supported by a list of key performance indicators which are available here.

Candidates are strongly encouraged to prepare in advance of the interview clear and relevant examples of how they have previously demonstrated these specific competencies.

Deeming of Candidate to be Withdrawn

Candidates who do not attend for interview or other tests when and where required, or who do not, when requested, furnish such evidence as SEAI require regarding any matter relevant to their candidature, will have no further claim to consideration.

Feedback

Feedback will be provided to interviewees on written request.

Code of Practice

This campaign is being organised in accordance with the existing Code of Practice “Appointment to Positions in the Civil Service and Public Service” published by the Commissioners for Public Service Appointments (CPSA).